In March, we invited all landlord and tenant clients to take part in our annual Client Satisfaction Survey. Each year we create separate landlord and tenant surveys to collect valuable feedback, providing an opportunity for clients to let us know what aspects of our service they are happy with, and highlight any areas where we can improve to better meet their needs.

Customer Service

At Clan Gordon, we pride ourselves on our level of customer service, and always aim to go over and above to provide exceptional and personalised service to our landlord and tenant clients.

We asked our landlord clients to rate our level of customer service and found that, of those who responded, 94% of landlords rate our customer service as ‘excellent’ or ‘very good’.

How would you rate our level of customer service?

Communication

Efficient and effective communication is central to providing excellent customer service. We are aware that communication is important to our clients and so we asked Clan Gordon landlords to rate our level of communication.

Of the landlords who responded to the survey, 94% rated our level of communication as ‘excellent’ or ‘very good’.

We know that communication how would you rate the extent to which you are kept updated about your property?

Clan Gordon Tenants

Many Edinburgh letting agents work on a ‘first come, first served’ basis, allowing the first applicant who passes the referencing check to rent the property. At Clan Gordon, we do not believe that this is an effective approach. We always provide our landlords with as much choice as possible, to allow them to choose the best tenant for their property.

We asked our landlord clients to rate the calibre of tenant found for their property; 100% of clients responding to the survey were satisfied with the tenants found by Clan Gordon.

95% of landlords rated their Clan Gordon tenants as ‘excellent’ or ‘very good’.

Minimising Void Periods

Our clients rely on receiving their rental income every month, so we work to minimise void periods in between tenancies. One way we do this is to work closely with outgoing tenants to ensure that the property is ready to be marketed before the end of their tenancy.

We asked our landlords to rate the turnaround time between marketing the property and tenants moving in, and found that 100% of responding landlords are satisfied with the length of void period in between tenancies.

68% of landlords rated the length of void period as ‘excellent’ and 28% as ‘very good’.

How would you rate the turnaround time between marketing the property and tenants moving in?

Accurate Rent

As a firm of Chartered Surveyors, we pride ourselves on providing accurate rental valuations based up to date, local market data.

We asked our landlord clients to comment on the rent level currently achieved by their property and found that, of those who responded, 100% of landlords are satisfied that the level of rent achieved for their property is accurate in the current market.

Are you satisfied that the level of rent achieved for your property is accurate in the current market?

Clan Gordon Property Management

At Clan Gordon we provide a complete, bespoke Edinburgh lettings solution, allowing our clients to relax, knowing that their property is in safe hands. We asked our clients to comment on the extent to which they feel that they can completely trust Clan Gordon with the management of their property.

99% of responding landlords confirmed that they trust Clan Gordon with the management of their property, 85% of whom selected ‘trust completely’.

To what extent do you feel that you can trust Clan Gordon with the complete management of your property?

Our clients trust us to look after their properties, so it is important to us that our contractors are also meeting their expectations. Over the years we have assembled a team of local contractors who we work with regularly, and know will meet our high standards on quality and value on every job. We asked our clients to comment on the cost and quality of the work carried out by our contractors.

99% of responding landlords confirmed that they are satisfied with the work carried out by our contractors in terms of cost and quality.

85% rated work by our contractors as ‘excellent’ or ‘very good’.

How would you rate the work carried out by our contractors in terms of cost and quality of work?

Safety Legislation

Legislation surrounding safety in private rented properties has changed considerably since Clan Gordon was established in 2008. Every property that we manage is different, and so requirements to comply with legislation can vary from property to property. We make it our priority to ensure that every Clan Gordon property meets the current safety legislation.

We asked landlords to comment on the extent to which they trust Clan Gordon to ensure that their letting property meets with the current safety legislation.

100% of responding landlords confirmed that they trust Clan Gordon to ensure that their property meets regulations, 97% of whom selected ‘trust completely’.

To what extent do you trust Clan Gordon to ensure that your property meets regulation?